Trainer - Business Process Outsourcing (BPO)

About the Role

Rendeavour is establishing a new Business Process Outsourcing (BPO) division focused on scalable, world-class outsourcing services that enhance operational efficiency and deliver outstanding customer experiences. The Trainer position is integral to developing our telesales team's skills and culture, requiring a forward-thinking professional capable of creating impactful, regionally tailored training programs.

Key Responsibilities

• Develop and implement thorough training curricula covering onboarding, product expertise, sales methodologies, CRM utilization, and compliance for telesales agents.
• Adapt training content to reflect regional market differences, customer behaviors, and cultural factors.
• Deliver engaging training sessions through classroom, virtual platforms, and on-the-job environments.
• Perform ongoing assessments of training needs and skill gaps to drive continuous learning initiatives across regions.
• Coordinate with operations, quality assurance, human resources, and senior leadership to align training initiatives with organizational objectives.
• Evaluate training outcomes using assessments, feedback, key performance indicators, and return on investment analysis.
• Provide personalized coaching and mentorship to both new hires and current telesales staff to enhance performance and career growth.
• Regularly update training materials to reflect changing business requirements, market trends, and compliance obligations.
• Support the rollout and improvement of learning management systems (LMS) and digital education tools.
• Formulate scalable training strategies that support the BPO's growth and regional expansion plans.
• Create standardized yet adaptable training frameworks applicable across different locations, ensuring quality and consistency.
• Design leadership and management development programs for team leads and supervisors in telesales.
• Foster a culture centered on high performance and customer satisfaction through training and engagement.
• Lead the adoption of e-learning, microlearning, and blended learning methods to improve learner engagement.
• Establish and maintain quality standards for training delivery including conducting regular audits.
• Keep updated on industry developments, new technologies, and customer expectations to keep training offerings relevant.
• Trial innovative training techniques and tools to boost learner engagement and knowledge retention.
• Coordinate and implement recurrent refresher training sessions for key program areas to maintain performance levels.

Candidate Requirements

• A Bachelor's degree in Business, Human Resources, Education, Communication, or a related discipline.
• Minimum of eight years' experience providing training in a BPO, telesales, or customer service setting.
• Proven ability to design and deliver effective training programs for sales or customer-oriented teams.
• Experience managing regional or multi-site training is considered advantageous.
• Proficient with Microsoft Office applications including Word, Excel, PowerPoint, and Outlook.
• Knowledge of key contact center performance metrics like Average Handling Time (AHT), First Call Resolution (FCR), and Quality Assurance (QA) scores to pinpoint training priorities.
• Hands-on familiarity with Learning Management Systems and e-learning platforms.
• Experience using CRM tools such as Salesforce or Zoho CRM and call center software.
• Skilled in analyzing training data and performance reports to guide improvements.
• Understanding of instructional design principles and adult learning theories.
• Comfortable using virtual meeting tools such as Zoom, Microsoft Teams, and Google Meet.
• Awareness of compliance and quality assurance protocols relevant to BPO environments.